Frequently Asked Questions

Payment

How do I pay?

You can pay by logging in to the Customer Portal. Here, you’ll find several payment options.

You can request your payment information, pay the debt collection claim in through online banking or click the payment button to pay directly with a credit card or Vipps.

I can’t pay right now. What do I do?

In most cases we can work out a deal for a deferred payment deadline or pay off your debt in installments.

Use the options in the Customer Portal to apply for a payment plan or ask for a deferment. Please note that this service is not available if you have only received a debt collection notice.

Please also note that additional costs may apply when opting for a deferral or installment plan.

What we can promise you as a consumer, is that the cost related to our payment plans are lower than your regular installment fees, as we charge only one fee per installment. With our installment plan you will always have complete control and a clear overview of how much remains of your debt until everything is paid off.

I disagree with the claim. How do I proceed?

If you disagree with the invoice or maintain that you did not order the listed item or service, you may register this in our Customer Portal. We recommend that you do this as soon as possible.

We will pass your response on to the seller and halt the debt collection process for the time being. We will inform you of the seller’s position regarding your objection.

If your obligation to pay is confirmed and proven without doubt, we will resume the collection process and set a new payment deadline. If there are any doubts as to whether or not the invoice is correct and legitimate, the seller may request that de dispute is settled by the Conciliation Board.

When registering an objection, you will be given several options and may choose which options apply to your case. You can, and should, also add a comment with additional information.

It is important that you inform us about any action you have taken regarding the claim so far and what type of contact you have had with the creditor. Additionally, it is important that the description of your objection is as accurate and precise as possible.

Status Check

How can I check the status of my case?

By logging in to the Customer Portal using your BankID, you get a full overview of all your active and completed debt collection cases with us.

If you simply want to check whether a case is active or completed you can to this right on the portal’s front page, without having to log in.

You will get a detailed overview of the claim, letters we’ve sent you and what has been added in fees for each individual case.

Please note that we cannot provide you with information about outstanding claims handled by other debt collection agencies.

If you are unable to log inn using BankID, please search for BankID in this FAQ so that with can help you sort out the issue.

I have multiple cases. Where can I find an overview of them all?

If you log in to the Customer Portal using the username and password you received in our you will only see the specific case in question.

To see an overview of all cases registered to you, please log in with your BankID.

Where can I find a copy of the invoice?

Log in to the Customer Portal using your BankID to get an overview of all active and completed cases you have with us.

Under each individual case you will find an overview of the claim, the letters we have sent you, and how much has been added in fees.

Please note that we cannot provide you with information about outstanding claims handled by other debt collection agencies.

If you are unable to log inn using BankID, please search for BankID in this FAQ so that with can help you sort out the issue.

Customer Portal

How can I get help?

Log in to our Customer Portal or call our automated customer service at +47 9551 2000 to get access to all our customer services and get the help you need.

In the Customer Portal you can:

  • Request payment information
  • Pay by credit card or Vipps
  • Get a copy of your invoice
  • Enter into a payment deferral agreement (not applicable for debt collection notices)
  • Apply for a payment plan (not applicable for debt collection notices)
  • Get a complete overview of all your cases
  • Register an objective if you disagree with the claim
  • Make a complaint about Fair
  • Change your contact information or request a copy of all your personal information
  • Register payments made directly to Fair or the creditor
  • Find answers to your questions in or FAQ

Our goal is to provide you with everything you need to solve the matter on your own, but if you need help you can always contact us through the Customer Portal.

How do I log in to the Customer Portal?

You can log in to the Customer Portal by using your BankID or a username and password found in the letter you received from us.

Why am I unable to log in with BankID?

If you are unable to log in using your BankID it may be because we haven’t registered your social security number. If this is the case, you can log in with the username and password found in the letter you received from us.

You can check whether or not we have registered your social security number In our Customer Portal under the tab named “Personal Information”. If it’s not registered we advise you to go to “Personal Info -> Questions and complains about personal information management -> Contact us”.

Click on “Contact us” and enter your case number, name, address and social security number, and we’ll add it to your case file.

How can I get in touch with you?

Log in to our web-based Customer Portal and use the contact form found on the FAQ page.

Personal Information

How can I get an overview of the personal data you have registered with me?

You can get an overview and a printout of all personal information we have registered with you in our Customer Portal. Logg inn to the portal with your BankID and navigate to “Privacy/What personal information is registered with me?”.

Please note that you must use BankID when you log in in order to see this information. This is to ensure that no unauthorized individuals have access to your data, which is an absolute requirement for us.

If you are unable to log in using your BankID, please search for BankID in this FAQ.

How do you process my personal information?

You can find information on how we process your personal information in our Privacy Policy.

By logging in to the Customer Portal using your BankID you may update your contact information, to ensure that we always have your correct details.

This makes it easier for us when helping you resolve your case in an efficient and reasonable way. You’ll find a tab called “privacy Policy” in our footer menu.

If you are unable to log in using your BankID, please search for BankID in this FAQ.

What do I do if you have incorrect contact information or the wrong address?

By logging in to the Customer Portal using your BankID you may update your contact information, to ensure that we always have your correct details.

This makes it easier for us when helping you resolve your case in an efficient and reasonable way. You’ll find a tab called “privacy Policy” in our footer menu.

If you are unable to log in using your BankID, please search for BankID in this F.A.Q.

The Debt Collection Process

What should I do after receiving a debt collection claim?

There are many reasons why you may end up in a situation where an unpaid invoice has led to debt collection. Fortunately, there are several things you can do to regain control.

If you have received a debt collection claim, we advise you to take care of it as soon as possible. We want to help you solve the case, so here is some advice on what you can do:

  • Learn the details of your case
    First and foremost, it is important that you find out who sent the claim, what exactly the claim is, and the amount in question. If you have a debt collection claim with us, you can log into the Customer Portal to get an overview of your case.If you have the ability and opportunity to pay the debt collection, we advise that you do so immediately. In our Customer Portal you can find payment information and a direct link to our payment solutions. If the amount in question is too much for you to pay all at once, you may request to defer the payment deadline or pay your debt in installments.
  • Need more information about the invoice and/or the case?
    If you need more information about the claim and/or the invoice, you can find a copy of the invoice copy in the Customer Portal and get an overview of the letters and messages we have sent you. You can also get an overview of the fees and costs that have been incurred thus far and when your next deadline is.
  • Need more information on the debt collection process?
    It’s not always that simple to understand everything that happens in a debt collection process, or what the different terms and expressions actually mean. We have attempted to explain the debt collection process and everything that happens, and can happen, in an easy-to-understand fashion in our extended FAQ.

This FAQ is available to you when you log in to the Customer Portal and you can use the search function to find your wanted topic.

  • Follow up on your commitments
    If you have opted for a payment plan or deferment of your payment deadline, you should make sure that you pay the installments or amount on time. If not, the agreement will be canceled, and you will have to pay the entire remaining claim. This may also lead to additional costs being added.
  • Get some help with your financial routines
    A debt collection claim is not the end of the world, but if you have several unpaid claims you should contact a professional who can help you create better routines for your finances. There are many private companies that can help you, and you can also contact the Norwegian Labour and Welfare Administrtion (NAV) for guidance.
  • Do you disagree with the debt collection claim?
    If you disagree with the claim, please notify the claimant and/or us. If there are disagreements regarding the claim, it is important to open a good dialogue so that both you, the claimant, and Fair can work together to find the best possible solution for all parties. If you wish to register an objection, you can do so by logging into the Customer Portal.

How can I avoid debt collection?

At its core, a debt collection claim means that an invoice you are unable to pay on time becomes more costly. Here are some simple tips to avoid debt collection:

  • Familiarize yourself with the terms of cancellation, return policy etc. before ordering goods or services.
  • Don’t buy or order things you can’t really afford. Set up a budget for your finances and set aside money for savings.
  • Pay your bills on time. Use the direct debit, e-invoice and fixed payment solutions offered by your bank. If you are unable to pay on time, remember to notify us! Many creditors wish to resolve the matter and keep you as a customer. A debt collection process can be easily avoided, or at the very least be made more flexible, if there is good dialogue between involved parties.
  • Notify the creditor if you move homes or offices. Most creditors require you to notify them of any change of address, as many do not receive direct updates from the National Register. You are responsible for receiving your mail at the addresses you have provided. Therefore, make sure that both the physical mailbox in the street or driveway is well-marked and that your email address is correct. If you have provided a telephone number and you change it at a later time, it is important that you disclose these changes.
  • Contact your creditor promptly if you disagree with a claim. Misunderstandings may occur, but these are more difficult to resolve the longer you wait. In some cases, you may not have received the item or service you purchased. In other cases, the product or service may not have lived up to your quality standards. It is important to notify both the seller and us promptly, in order to avoid additional costs, time and energy spent for all involved parties.

Read more about your duties and rights as a customer on the Norwegian Consumer Council’s webpages.

I wish to make a complaint about Fair

If you believe that we have made mistakes in the debt collection process, we would like to know about this and correct the error.

If you are a private person and wish to complain about our case processing, you can do so by logging in to the Customer Portal. Please register your complaint as soon as possible and we will respond promptly.

Relevant complaints regard our handling of your debt collection case, potential violations of the collection law or good collection practice, calculation of fees (collection costs to the collection agency), recovery of disputed claims, etc.

If you do not receive a satisfactory response from us, please contact the Financial Complaints Board. Please note that this board does not assess whether the main claim is correct.

If you are a business owner and wish to complain about parts of our case processing, we request that you this through the Customer Portal. If you do not receive satisfactory answers, you can contact Finanstilynet.

Still have questions regarding your case?

Log in to the Customer Portal and use the contact form found on the F.A.Q. page.